Job Description
We are currently seeking a Contact Center Supervisor for a company dedicated to providing legal services.
Objective:
Lead and support Contact Centre ambassadors by driving team performance, coaching development, and ensuring high-quality client service aligned with company standards, values, and operational goals.
Responsabilities:
- Mentor and support team members through coaching, guidance, and real-time assistance.
- Monitor team performance and provide feedback on KPIs, quality, punctuality, and client interactions.
- Conduct side-by-side observations and remote evaluations to improve performance consistency.
- Support onboarding and training activities for new hires.
- Lead practice sessions and provide actionable feedback to strengthen communication skills.
- Handle escalated or complex client situations while modeling best practices.
- Ensure adherence to...